Returns, exchanges and refunds policy

Returns, exchanges and non-delivery of order

Customer ordered incorrect title or language and wants to exchange title:

We accept returns up to 7 days after confirmed delivery, if the item is unused and in its original condition. The customer is fully liable for the shipping costs of the exchange. We will exchange the title or language variant by facilitating a return of the incorrect title or variant, and delivering the correct title or variant. Please note, the customer is fully liable for both the return and delivery of the books, meaning we will pass the courier company costs onto the client before the exchange is effected. Delivery timelines are as the standard delivery timelines for the original delivery. 

If we sent the wrong book title or variant (language)

While we do aim to be 100% error free, unfortunately mistakes (rarely) do happen. Please send an email to enquiries@ethnikids.co.za or call 083 580 9617. We aim to rectify within 24-48 hours of being notified of the error. We will swop out the book and arrange for a return at no additional cost to the customer within the same delivery timelines once the amended order has been confirmed (you will receive an email similar to when you initially placed the order). 

Damaged package

In the event that your order arrives damaged in any way, please email us as soon as possible at enquiries@ethnikids.co.za with your order number and (if possible) a photo of the item’s condition. We address these on a case-by-case basis and will try our best to work towards a satisfactory solution for our customer. Our aim is always to delight our customers. 

Non-delivery of your order

We assess on a case by case basis. Should your order not be delivered through non-fulfilment of obligation to deliver on the part of the courier (theft or loss of the package), we will reissue you with a new package at no additional cost to you. If the customer was not contactable, the courier has the discretion to return the order back to our warehouse, in which case the customer will have to contact us to get the package reissued (we may pass on to the customer any fee that the courier charges for returned delivery on ). 

If you have any further questions, please don't hesitate to contact us at enquiries@ethnikids.co.za

Refunds

We assess refund requests on a case by case basis. If you are not entirely satisfied with your purchase, and due to the nature of the goods we sell, you have 7 days from confirmation of delivery of your purchase to request a full refund. The item purchased must be unused and in its original condition, and if possible, packaging. We also reserve the right (on a case by case basis) to offer a gift voucher in lieu of a refund. 

We do not refund gift voucher purchases or discounted products.